Customer Success Manager

involve.ai

Remote

Full time

Oct 2

This job is no longer accepting applications.

We are currently seeking a customer service professional to fill a CSM position. The ideal candidate will have previous experience in customer success at a SaaS company and/or at least 2-3 years of experience in sales or customer success in a software company.

As the face of involve.ai, the CSM defines the customer experience. As such we are looking for proactive candidates with a track record of delighting customers with excellent service.

Responsibilities

  • Drive adoption of involve.ai in the customer organization, including stakeholder buy-in, project plan management/timelines, training, demos, platform evangelism, implementation/roll-out, and configuration assistance.
  • Provide a stellar customer onboarding experience with the solutions architect from post-contract signing through implementation as well as regular customer touchpoints.
  • Become the internal voice of the customer. Marshal resources across other Involve AI teams to solve issues and effectively communicate the needs internally.
  • Take ownership for each customer’s success and ROI with our services. Proactively consult to fully understand their needs and actively solve their pain points.
  • Build strong trust-based relationships with users and customer sponsors, often at the Director level and above.
  • Respond quickly to customer-submitted questions and requests, sometimes outside typical business hours.
  • Maintain portfolio and monitoring analytics, reports and KPIs. Create internal and customer-facing reports.
  • Solicit references, referrals and testimonials from customers. Help build our customer advisory board, and recruit other evangelists.
  • Cross-functionality work with product, marketing and sales teams to communicate customer needs to design product features/offerings.
  • Manage the customer renewal process and identify upsell opportunities.
  • Any experience with Snowflake/SQL is a major plus

Qualifications

  • B.S. or B.A. required
  • Minimum 2-3 years experience in customer success or similar customer-facing role at a software company or SaaS startup, preferred
  • Proven track record of building rapport and relationships at all levels
  • Excellent writer and communicator with strong presentation skills via phone, online and in-person
  • Internet-savvy and entrepreneurial with a strong interest in tech startup culture
  • Able to effectively prioritize and execute tasks in a dynamic fast-paced environment
  • Strong understanding of online software (SaaS) services and technology stack, broadly defined
  • Account management, project management, and problem-solving skills
  • High level of organization and great attention to detail
  • Ability to learn new concepts quickly
  • Prior experience in SaaS account management or operations is a plus

Perks and benefits

  • People - involve.ai has an excellent cohort of like-minded professionals
  • Flexible schedules to make WFH more enjoyable
  • Robust healthcare plans-100% medical coverage for employees
  • Half-day Fridays
  • 10 days of PTO, 4 floating holidays, and up to 10 company holidays annually
  • Weekly company-wide “all hands” meetings
  • An OKR driven team so everyone is on the same page
  • Sponsor H1-B Visas


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involve.ai

Prevent customer churn and grow revenue using AI

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